Our commitment of providing great care, no matter what the challenges are, leads us to giving you our personal guarantee:
If we disappoint you or let you down, and you tell us of this as early as possible (and as calmly as the circumstances allow), then we will personally do all we can to put it right. Naturally we expect you to have treated us fairly as well, i.e. done all the things we have reasonably asked of you in regards to your care, any necessary paperwork, and the timely payment of your accounts.
‘Putting it right’ means:
Treating your concern with respect, and taking it seriously
Investigating the issues promptly, and talking with you about our progress
Having an honest discussion of whether we agree with your concerns, and if not, why not.
Telling you what we are going to do about the issue, and when.
And then getting on and ‘Putting It Right’!
We provide this guarantee to you to ensure that you are aware of what to expect from any Residential Care provider, but also to hold ourselves accountable for providing exceptional care.
We are very proud of our team and our business.
We know that moving into Residential Care is a tough decision. What often makes this decision more difficult is the struggle to find down-to-earth information about what is really involved in Care. It is with this in mind that we built this website - with the goal of being informative, and above all, communicating honestly about the things we stand for.
In our view you have the right to make an informed decision. This means that we need to help you understand the complex world of Residential Care, by presenting information in a way that is easy to understand, but at the same time honestly informs you of the ‘truth’ of the matter.
Often when reading the news, you will see articles about how the Residential Care industry is under-funded by Government and under-valued by the general public. Indeed, as a Residential Care operator, we echo many of these concerns when talking about the challenges facing our industry. Not just our business, but all Residential Care providers face the same demanding circumstances, a short list of which includes:
- Operating for 24 hour, 7 days a week, and 365 days of every year. We are continually providing high-level care and this is frequently in an ‘end-of-life’ situation.
- Providing care for people who are fragile, and sometimes compromised in their ability to make or communicate their decisions.
- Communicating with the extended families, all of whom feel deeply responsible for their loved ones, and who rightfully have high expectations for what any Residential Care home should provide.
- Working within a highly regulated sector, where successive governments have all tacitly acknowledged that they do not yet have the resource to adequately fund Residential Care to a sustainable level.
The reality of these challenges means that the government, as well as the New Zealand public, rely heavily on Providers and their dedicated staff to provide a vitally important service to society.
Let’s be honest - working within these challenges means that sometimes we get it wrong. However, we want to make it quite clear that we do not believe these circumstances are an acceptable reason to fail our residents. Instead we set out to lead and inspire our team to provide the very best of care all the time, every time.
So, regardless of the reason you are moving into Residential Care, and regardless of what level of care you require, choosing a TerraNova home means that you can rest assured in the knowledge that we do not hide behind excuses when it comes to providing the best of care.
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